Hi-Velocity customers experience migration problems

Under the rules of Ofcom, all broadband providers must provide a Migration Authorisation Code (MAC) within five days of the customer’s request, but for customers of one internet service provider this does not seem to be working.

Hi-Velocity has been keeping some of its customers on hold for several weeks according to reports on thinkbroadband.com.

Under the Ofcom rules, broadband providers are also required to belong to one of the two alternate dispute resolutions schemes, yet Hi-Velocity is no longer a member of the Chartered Institute of Arbitrators (CISAS) or Otelo.

The Hi-Velocity website has the CISAS logo, but it turns out they have not been members for some time.

For customers, this leaves Ofcom as the only option, but the regulator cannot act on individual cases, although it will intervene if there is a long term complaints issue forming.